American Arbitration Association

  • Manager of ADR Services, Consumer Operations

    Job Location(s) US-CA-Fresno
    Job ID
    Alternative Dispute Resolution
  • Overview

    As a Manager of ADR Services (MADRS) Services, the successful candidate will be an important team leader in our Consumer Operations division.  Reporting to the Assistant Vice President, the MADRS will be responsible for executing high level quality caseload service, supporting the overall policies and strategic initiatives of the AAA, serving as the AAA contact for clients and panelists, provides external client service, and managing the case administration assignments of assigned team.


    • Engages in the delivery of highest level of professional client service for an assigned consumer caseload with the assistance of team members.
    • Manages assigned consumer cases with independent decision making authority for case issues within the scope of the AAA rules and procedures.
    • Counsels users on all available alternative dispute resolution services available through the AAA, and assists staff, clients and neutrals in applying additional processes in order to achieve dispute resolution.
    • Serves as the primary contact with the AAA for the clients and neutrals on assigned consumer cases.
    • Responds to client complaints and addresses concerns regarding policies and procedures, arbitrators, billing, and awards in a timely manner executing high customer service standards at all times.
    • Makes recommendations and offers feedback to the Center’s management on various procedural issues and reports on evolving trends in the regions.
    • Advises arbitrators on procedural issues and provides feedback to management on arbitrator performance.
    • Participates in regular meetings with AAA leadership and conducts trainings on new and existing policies and procedures.

    Supervisor Responsibilities:
    Directly supervises approximately 1 - 4 employees; carries out supervisory responsibilities in accordance with the AAA’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


    Education & Experience: Bachelor’s degree in business or related discipline; 4 years related work experience (e.g. comprehensive customer service in a law office or judicial industry), with 2 years supervisory; or equivalent mix of work and education.


    Language Skills: Ability to read and interpret documents such as legal files, business correspondence and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators or employees of the organization.


    Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts and graphs.


    Computer Skills: Intermediate proficiency with Microsoft word, Excel and Microsoft Office.


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